The Effect of Quality of Service on Patient Satisfaction and its Implications on The Interest of Patients to Use Health Services Back at Jember Regency Health Center

Abstract

Health center is a health care facility that organizes public health efforts and first-rate individual health efforts, with more priority on promotional and preventive efforts to achieve the highest level of public health in the working area. Quality of service is something related to the fulfillment of customer expectations / needs, where the service is said to be quality when it can provide products and services (services) in accordance with the needs and expectations of customers. This research was an analytical research with a cross sectional approach. This research was conducted at Health Center in Jember Regency. The population in this study was 474,972 patients with a sample size of 400 patients, selected using accidental sampling techniques. Data were collected using documentation and interviews with questionnaires, then analyzed using AMOS software to examine how much influence the two independent variables on the dependent variables, could be seen from the coefficient of determination or estimate. The results showed that most of the respondents were adult, female, had marital status, had the last level of education finished junior high school, and had a type of job not working or other. Most respondents had an average income of about 2-3 million rupiah per month, have mileage to health facilities was less than 10 kilometers or categorized closely, have travel time to health facilities was less than 10 minutes or categorized briefly, and had participated in or participated in health insurance programs. The quality of service in the health center according to most respondents was considered quite good.

Keywords: quality of service; patient interest; health services